Reference no: EM132266818

1. Using education as an example, define and explain the elements of intangible service products: 1. Heterogeneity; 2. Simultaneous production and consumption; 3. Perishability. Give multiple examples of each in an education setting. How could the University “overcome” some of challenges associated with each in a service setting?

2. Define physical evidence and servicescapes. Drawing on the textbook, the lecture, your shops, and your personal experience discuss good and bad examples. Be sure to use class concepts to defend why the servicescapes and physical evidence is good or bad and how it might be improved.

3. Should your instructor guarantee the satisfaction of students with his performance in BUS 427? Why or why not? Be specific, referring to the text and the class on service guarantees. What might be gained by the instructor offering a service guarantee? Do you think the class is ready to be guaranteed or does it need to be improved to avoid the risk of claims? Would you invoke the guarantee and if so, why (or why not)? If you feel it should be improved please be specific in terms of what should be changed and why? Your answer should go beyond “No, because students can’t be trusted” (because on the whole they can be.) I have previously handed out a copy of the guarantee I previously offered. A copy is on bblearn under the exam tab. Note this question can be substituted for any questions we might draw. Alternatively, if we draw this question we will draw a third question because some students might not feel comfortable answering this question for a grade. However, I would very much like your honest and candid opinion.